Implementation Engagement Manager

at  Zellis

SKILLS & EXPERIENCE

• Experience leading medium-large scale Implementation, software, advisory or Managed Services customers with medium-large scale employee volumes (over 10,000 EE’s and £300k budgets), preferably as a Portfolio Manager
• Ability to manage & own Programme KPIs, objectives, financial measures, planning, resourcing, deliverables and successful outcomes with internal and customer stakeholders (including C-Suite level)
• Ability to support commercial teams and pricing for programmes/projects in the sales pipeline
• Experience leading multi-disciplinary teams including outside of knowledge expertise
• Determines, applies and advises appropriate methods, tools, applications and processes (leading continuous improvement of standard operating processes)
• Participate in thought leadership related to own specialisms
• Influences strategy for own specialisms
• Experience working in the HR & Payroll software and/or outsourcing industry (Preferred)

As an Implementation Engagement Manager you’ll support the Engagement Directors, responsible for implementation project governance, customer relationship management, and supporting sales growth in one or more of three market segments – strategic & enterprise, mid-market, or public sector. Additionally, you may be asked to support on key internal transformation programmes.
In this highly customer facing role, you’ll support the implementation project teams and the commercial / sales teams on an engagement-by-engagement basis to achieve the outcomes committed to the customer. You’ll need to be extremely credible with customers, have a strong growth and governance track record, and be able to energise and motivate a team who have come together for the specific engagement.
Under the overall governance of the Engagement Directors, you’ll own the project P&L, customer satisfaction, and achievement of customer benefits and Zellis implementation quality measures. You must be able to manage customer dissatisfaction swiftly and effectively without creating unnecessary commercial exposure for Zellis. You’ll also be expected to build close working relationships with the Engagement Directors, as well as Commercial, Technology and Managed Service teams.
You’ll bring gravitas and a pragmatic and transformational approach to engaging internal stakeholders, acting as the voice of the customer internally (in a delivery context) with a ‘can do’ attitude to ensure we exceed customer expectations.

Responsibilities;

• Involvement with key clients; specifically to participate in selling and closing major engagement bids and initiatives in services with a focus on onboarding new customers to Zellis
• Pricing for each project ensuring we are competitive and do not act as a barrier to switch
• Manage the P&L of a job-by-job basis,
• Bring accountability for customer satisfaction, customer benefits and quality KPI achievement
• Accelerating time to value over time until implementations are consistently aligned to KPIs
• Leading on post implementation reviews and implementing lessons learnt in other engagements but also sharing with colleagues